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Internet drops for short periods, several times a day
I've been having issues with my internet going out for 2-3 minute intervals, throughout the day. It never stays off for long periods, and comes back without resetting anything. This is true for all devices - wired, wireless, etc. Several of my computers are wired directly to it, and it affects them equally.
To do some basic troubleshooting, I logged into the Gateway device I have, the XB3 (DPC3941T) Gateway given to me by Xfinity, and found the following warning:
| [Docsis][946]: No Ranging Response received - T3 time-out | 2020/9/30 10:46:02 | Warning |
| [Docsis][946]: No Ranging Response received - T3 time-out | 2020/9/30 10:40:20 | Warning |
| [Docsis][946]: No Ranging Response received - T3 time-out | 2020/9/30 10:16:26 | Warning |
| [Docsis][946]: No Ranging Response received - T3 time-out | 2020/9/30 10:14:32 | Warning |
I've coped a few of them here, but there are literally over 100 of these a day, every day, all throughout the day. I usually have 4-5 of them an hour.
Since I've seen requests for this, here's the values I'm getting for the "Xfinity Network":
IndexLock StatusFrequencySNRPower LevelModulation
Downstream | Channel Bonding Value | ||||||||||||||||||||||
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 |
Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
585 MHz | 591 MHz | 597 MHz | 603 MHz | 609 MHz | 615 MHz | 621 MHz | 627 MHz | 633 MHz | 639 MHz | 645 MHz | 651 MHz | 657 MHz | 663 MHz | 669 MHz | 675 MHz | 681 MHz | 687 MHz | 693 MHz | 699 MHz | 705 MHz | 711 MHz | 717 MHz | 723 MHz |
36.610 dB | 37.356 dB | 37.356 dB | 36.610 dB | 36.610 dB | 36.387 dB | 36.387 dB | 36.387 dB | 36.387 dB | 36.387 dB | 36.610 dB | 36.387 dB | 36.387 dB | 36.387 dB | 36.610 dB | 36.610 dB | 36.387 dB | 36.387 dB | 36.387 dB | 36.610 dB | 36.387 dB | 36.387 dB | 36.387 dB | 36.387 dB |
4.700 dBmV | 4.700 dBmV | 4.700 dBmV | 4.500 dBmV | 4.200 dBmV | 4.000 dBmV | 3.600 dBmV | 3.500 dBmV | 3.400 dBmV | 3.300 dBmV | 3.400 dBmV | 3.100 dBmV | 3.200 dBmV | 3.300 dBmV | 3.600 dBmV | 3.600 dBmV | 3.700 dBmV | 3.800 dBmV | 3.800 dBmV | 3.900 dBmV | 3.900 dBmV | 4.100 dBmV | 4.700 dBmV | 4.800 dBmV |
256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM | 256 QAM |
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream | Channel Bonding Value | ||
1 | 2 | 3 | 4 |
Locked | Locked | Locked | Locked |
23 MHz | 36 MHz | 30 MHz | 17 MHz |
5120 KSym/sec | 5120 KSym/sec | 5120 KSym/sec | 5120 KSym/sec |
44.250 dBmV | 44.250 dBmV | 44.500 dBmV | 43.250 dBmV |
64 QAM | 64 QAM | 64 QAM | 64 QAM |
ATDMA | ATDMA | ATDMA | ATDMA |
Any suggestions on what to try next? I'm inside of an apartment complex, so I don't have access to any splitters that might be in place, except the one for my apartment. For what it's worth, I hooked the Gateway straight up to the line coming in, bypassing the splitter, and it didn't stop the warnings from happening.
Do I need a tech to come and look at this?
Responses
EG
Expert
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86.6K Messages
8 m ago
The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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ComcastAmira
Official Employee
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2.3K Messages
8 m ago
Hello Geofram, thanks for reaching out to our Digital Care Team through our Forums page. We thank you for being a customer with us and I am sorry to hear about these constant disconnects you have been experiencing. I can imagine how frustrating and inconvenient that must be. We definitely want to get to the bottom of this so that we can get it corrected, and we would love to assist you with this!
Can you please send me a Private Message including your first and last name as it appears on the account?
To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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